Universal Containers would like to set up Salesforce to automatically route cases to the appropriate service reps based on the following criteria:
• Cases are generated via email, web form, or Experience site.
• Service reps should be able to handle three cases at a time.
• Service reps should be able to choose whether to accept new cases.
• The service rep ' s manager should have insight into the rep ' s workload.
Which tool should the administrator use to route cases based on the support team ' s requirements?
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